Looking for trust? Use your moral compass.
Let’s be clear: if you’re trying to channel ‘trustworthy’, as most contemporary brands are, then it’s best to avoid shady sales techniques....
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Even a small Wow! makes a customer feel understood and catered to
One of the main tenets of our approach to CX is that great experiences come through understanding your customers. We practice it ourselves, we teach it as a technique...
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Lessons from the Concertgebouw
What is a “customer experience”? As Maz Iqbal from the Customer Blog recently tweeted in reaction to the post on Dutch dikes, it’s to...
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Unlock the context behind the customer: the power of ‘Customer Groups’
Many companies want to deliver an experience that is considerate of a customer’s situation and needs. This is a great idea, as Don Peppers, author of...
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Travelling en famille: Heathrow vs Schiphol
Anyone who has been seated near a child on a long flight can attest to the fact that air-travel with children is difficult, but the experience for families extends well...
Read MoreThe ExScan: The Stedelijjk Museum
On its way to A+
During the opening week, the museum received unflattering press. In short, critics mostly gave it a C-.
Perhaps not the best of starts, if it weren't for the fact that the museum is selling like hotcakes, and everyone's going.
So we interviewed 40 visitors about their experience and in terms of function, over 85% of those interviewed gave it an A or a B....
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